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Shopping in a physical store can also enjoy the "right to regret". Recently, at the 2022 "3.15" Consumer Rights Day theme conference held in Dongcheng District, Beijing, 8 companies including New Dongan, New World Department Store, and Beijing Photography promised to "return without reason offline", becoming the first 8 companies in the city to appear. "Offline No Reason Returns Demonstration Store". In addition, Fengtai District also started to promote offline no-reason return work in March.

 On the occasion of the 315 International Consumer Rights Day, Ge Youshan, executive director of Jiawei Law Firm, was interviewed by the Beijing Radio and Television "1039 Morning Post", and gave a detailed answer to the "return and exchange" issue that consumers are most concerned about.

1039 News Morning-bus
"Returns and exchanges" in the feelings of the majority of consumers often focus on the quality problems of the products, or there are some problems in the sales process such as sending the wrong goods. What are the laws and regulations of the country for the return and exchange of goods with quality problems?

Lawyer Ge Youshan

Regarding the return system of the offline sales model, the state has clear legal regulations. In Article 24 of the "Consumer Rights Protection Law", this stipulates that if the goods or services provided by the operator do not meet the quality requirements, consumers can follow the state regulations,can return the goods according to the agreement at that time, or require the operator to perform the obligations of replacement and repair.

1039 News Morning-bus

For the service of "offline no reason to return", it is currently encouraged and advocated by the industry and commerce sector, and merchants have responded positively. Is it necessary to clarify the service through legislation?

Laywer Ge Youshan

The current model of offline returns for no reason is good news for consumers. The market supervision and management department can summarize this model, and operators who are willing to participate in the offline consumption no-reason return model will issue the corresponding logo uniformly, and clarify the type of return, the scope of return, and the conditions of return, which is more conducive to protecting consumption. It is also helpful for consumers to make a judgment on the choice of business premises or the choice of business operators.

Whether it is necessary to legislate to fix it (no reason to return or exchange), this may require a development process. Because the current law has made corresponding clear provisions for this (justified) return.